Job Description

PURPOSE: The Sales Support Coordinator is a part of the team responsible for supporting the Sales Teams. The focus of this role is to assist in all aspects of the inside sales process to aid in providing an excellent experience for the SUCCESS customers. These activities revolve around four key areas: technology plan preparation, quote preparation and processing, warranty and service renewal management, and opportunity/specific support requests. The Sales Support Coordinator will have some direct client interaction but will primarily be focused on supporting the Inside Sales Account Management team (80%) and Account Executive team (20%). Exceptional customer service, responsiveness, and the ability to set and deliver on expectations is critical for this role.

GUIDING PRINCIPLES TRAITS: Highly Responsive to Sales Team and Client Requests Professional Communication with a Personal Touch Detail Oriented & Accurate Ability to Set and Meet Expectations Organized

PRIMARY RESPONSIBILITIES:

TECHNOLOGY PLAN PREPARATION: Update existing technology plans to maintain brand and content standards. Compile client facing reports. Cross-reference client facing budget report with internal database to ensure accuracy of information.

QUOTE PREPARATION AND PROCESSING: Utilize internal quoting tool to prepare quotes to be delivered by the sales team. Research computer hardware needs based on specific specifications. Process 'won' quotes to ensure that all documentation is in place. Compile onboarding documentation for new SUCCESS clients.

WARRANTY AND SERVICE RENEWAL MANAGEMENT: Verify end dates on all client equipment. Create quotes for expiring warranties and send to sales or the client. Create future opportunities for all sold warranty & service renewals. Opportunity management & specific support requests: Meet with each Inside Sales Account Manager weekly to review needed quotes and support specific client initiatives. Assist ISAM's in creating tickets and taking action following technology meetings with clients.

POSITION ACCOUNTABILITIES

CUSTOMER SERVICE FOCUS: Answer and handle incoming telephone calls/emails, with a focus on exceptional & warm client service. Update existing Service Tickets and manage sales rep/client expectations on delivering quotes & technology plan updates.

TEAM INITIATIVES CIO Preparation Requests- aid in the scheduling of CIO preps to ensure needed information is delivered by the 'need by' date given. Prospect Assessments Scheduling new opportunity assessments with the Sales Engineer. As assigned, execute internal or customer project tasks. Provide feedback regarding the day-to-day interactions with individual technicians, teams and Customers. Strive to find efficiencies and areas to automate.

QUALIFICATIONS AND SKILL REQUIREMENTS: 2+ years of demonstrated client relations/customer service/administrative experience in a business administrative position. Ability to gather detailed technical information, prioritize customer & team concerns and work cooperatively with team members to meet customer needs. Computer literacy with Microsoft Office products and other related applications/tools. Experience and strong interest in the customer experience, building relationships with Customers via telephone, written communications, and occasionally in person. Ability to anticipate work demand/volume and allocate time to meet client and business needs. Willingness to take ownership for job responsibilities to drive change and performance with limited direction. Recognition of, and empathy for, client and coworker expectations, business needs, frustrations and concerns.